Technical Support Manager at Opti9 Technologies – Ottawa, Ontario

Is this you? An operations professional with a passion for improving operational workflow and making decisions based on data. A self-starter who works well individually or with a team to ensure the job gets done.

Who are we? So glad you asked! Opti9 is a top hybrid cloud solutions provider. We’re committed to delivering industry-leading solutions to our customers based on their unique business needs. For those looking to the public cloud, we’re an AWS Advanced Consulting Partner and Certified Solution Provider focused on migration, optimization, transformation, and cloud-first application consulting. We also specialize in managed cloud, backup, and disaster recovery.

We have a fun, casual culture that embraces fresh ideas and innovation. We’re customer-driven and we are looking for authentic and accountable team players to collaborate with us to reach our goals.

What would you do? As the Technical Support Manager, you will help support the daily operations of our company. The Technical Support Manager will manage our 24x7 Tier I and II technical support agents, be the face of the service organizations, and ensure customer issues are resolved quickly across the organization. Leveraging your strategic vision and operational expertise, you will drive initiatives to enhance customer satisfaction, optimize support processes, and ensure successful resolution of client issues. Your leadership will be instrumental in shaping the company’s customer support strategy.

What are the details?
Primary Responsibilities:

• Facilitates and oversees the technical support and helpdesk roles, ensuring practical and helpful support is provided to end users

• Work with other departments to develop documentation standards for internal and customer-dedicated workloads

• Drafting and mailing customer correspondence due to scheduled maintenance and or outages

• Analyze and improve organizational processes and workflow

• Establishes procedures to document and consistently communicate the status of work to senior leadership

• Lead the development, implementation, and tracking of departmental goals and strategies

• Maintains knowledge base of trends and developments with Opti9 support tools or 3rd party vendor systems, developing and nurturing our knowledge base platform

• This position will oversee a team of Level I and Level II employees working to support customers

• The Technical Support manager will need to have mastered the essential technical functions of Level I and II systems and tools to assist in any escalations and troubleshooting

• The Manager will be responsible for metrics, cross-training, and improvements to the customer experience and ensure excellence in overseeing the technical support day-to-day activities

• Define, track and report delivery commitments, management of incidents owned by the team, and be the Point of Contact (POC) on High/Urgent tickets bridges and initial escalation point to coordinate the right platform/technical resources needed

• Ensure customer issues are escalated to the Level III teams in the organization when appropriate and work with other key leaders to ensure problems are resolved within our SLA requirements

• Audit calls & tickets to ensure they are clearly documented and properly tracked

• Be available for on-call support for Crisis Management and/or escalations

• Monitor, evaluate, and improve the overall support process, including unresolved open cases, abandon rates, escalation to other teams, phone skills, and customer escalations

• Ensure appropriate personnel, business policies, objectives, and procedures are in place within the organization to drive excellence in Technical Support, impact product reliability, and facilitate revenue

• Define KPIs and operational annual goals
  

What do you know? 
Technical Knowledge and Experience:

• Hands-on experience with Networking, VMware/Cloud, Backup and Disaster Recovery tools (Veeam/Zerto)

• Ticket System experience, preferably Zendesk

• 5+ years’ experience working within a service desk organization
  

General Knowledge and Experience:

• Attention to detail

• Verbal and written communication skills

• Firm grasp on IT infrastructure and operations best practices

• Strong critical thinking and decision-making skills

• Process and procedure development

• Scheduling and coordination experience

• Time management and ability to multi-task

• Experience working in a team environment and ability to adapt to a fast-changing environment
  

What do you get from us?

• PTO

• Medical & Dental Insurance

• Retirement plan with company match

• Healthy Rewards Program

• EAP benefits

• Casual atmosphere

• Recognition Programs

• Option to be a remote/hybrid position

• Group Volunteer Opportunities

• A great place to spend most of your time!

Opti9 provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, service in the military, or any other legally protected characteristic.